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14 Types of Experience Quality

 , April 29, 2017
Experience quality is the value of an experience to customers. It is a measure of customer perceptions that can be applied to diverse services including areas such as medicine, technology, travel, entertainment and hospitality. The following are common types of experience quality.

Customer Service

The quality of person-to-person interactions between customers and your employees.


The character and atmosphere of physical environments. For example, a lively restaurant with an interesting decor.

User Interfaces

The quality of user interfaces such as a website, app or game. For example, an app that is intensely engaging and useful.

Communication & Information

The quality of your communications. For example, a theme park that clearly communicates how things work so that visitors don't end up lost and confused.

Processes & Activities

The quality of customer-facing processes and activities. For example, a theme park with long lines for attractions versus a system of reservations.


Delivery to commitments and expectations. For example, a telecom company that fixes a technical problem within a reasonable amount of time.


Services that adapt to situations as opposed to applying rigid policies that don't always make sense.

Empathy & Tailoring

Services that adapt to individual needs, personality, situation and mood. For example, a waiter who senses that one customer wants frequent service while another is engaged in conversation and would prefer less service.

Reliability & Consistency

An experience that is pleasantly reliable and consistent such as a train that is on time 99.9% of the time.

Competence & Diligence

Employees who are competent and diligent. For example, a doctor who is clearly knowledgeable, conscientious and methodical.

Image & Identity

The extent to which customers identify with an experience. For example, a fan of a sports team who views the team's success with a sense of personal involvement.


Experiences that are engaging such as a concert that is intense.


Risk related elements of experience such as safety and security. For example, an amusement park that feels safe.


The tangible elements of an experience such as the quality of food on a flight.
Overview: Experience Quality
TypeCustomer Experience
DefinitionThe value of an experience to customers.
Related ConceptsCustomer Experience
Service Quality
Product Quality
Customer Service

Customer Experience

This is the complete list of articles we have written about customer experience.
Bliss Point
Brand Awareness
Choice Architecture
Brand Identity
Critical To Customer
Brand Legacy
Customer Advocacy
Brand Loyalty
Customer Interactions
Customer Interviews
Customer Issues
Customer Journey
Cost Of Poor Quality
Customer Motivation
Customer Perceptions
Curiosity Drive
Customer Success
Customer Wants
Customer Convenience
Customer Expectations
Design To The Edges
Customer Is Always Right
Engagement Data
Experience Age
Experience Economy
Journey Map
Experience Goods
Lifetime Value
Feature Fatigue
Customer Marketing
High Touch
Lead Users
Customer Preferences
Customer Relationships
Customer Satisfaction
Moment Of Truth
Customer Service
Nudge Theory
Service Principles
Peak Experiences
Customer Value
Service Experience
Service Quality
Experience Quality
Experience Sampling
User Intent
Fit For Purpose
Internal Branding
Perceived Value
Product Design
Product Differentiation
Types Of Quality
More ...
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A definition of customer expectations with a few examples.

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An overview of a common marketing practice.

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An overview of customer perceptions with examples.

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A definition of experience sampling with examples.

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A definition of critical to customer with examples.

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